Integrating CircleLoop with Zendesk Support

Add the power of CircleLoop to Zendesk Support to streamline your workflows and simplify communication with customers, leaving you more time to run your business.

What Does Zendesk Support Integration Do?

Installing the Zendesk Support Integration

Creating an API Key in  Zendesk Support

Finding Your Zendesk Support Domain

Zendesk Support Contacts in CircleLoop

Customising or Updating Zendesk Support Integration

What Does Zendesk Support Integration Do?

Synchronise Contacts from Zendesk Support to CircleLoop

The Zendesk Support integration imports contact information from your Zendesk Support company. This may take a few minutes if you have a large number of contacts.

As you add, update or remove contacts in Zendesk Support, those details will be synchronised with CircleLoop.

Log Call Details, Call Recording and SMS Messages to Zendesk Support Contacts

When you make a call to a Zendesk Support contact through CircleLoop, information relating to that call is logged to Zendesk. Additionally, CircleLoop will update Zendesk with information about call recordings and SMS messages.

Installing the Zendesk Support Integration

Navigate to the CircleLoop integrations menu by either:

Scroll to the Zendesk Support integration and click Install.

In order to connect your CircleLoop and Zendesk Support accounts you will need to provide:

When you have provided all the required information click Apply. After a few moments a message will appear notifying you that the Zendesk Support integration has installed successfully.

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Creating an API Key in  Zendesk Support

An API key is a like password that services use to access each other. Zendesk lets you create an API key to give to other services such as CircleLoop to allow them to securely access a limited set of information within your account, such as contacts, and to update information, such as call history.

So, in order for CircleLoop to access information within your Zendesk account you will first need to create an API key within Zendesk. You then provide that API key to the CircleLoop integration.

To create your API Key log in to your Zendesk Support account. Click on the Settings icon and then, under the Channels section of the Settings menu, click API.

On the Zendesk API page, ensure that Token Access is Enabled.

Then Click Add API Token.

In API Token Description, add a note for this API token that will help you identify it later (for example, CircleLoop Integration).

Next to API Token, click Copy. Do not forget to do this. This is the only time you have access to the token. 

Click Save. Your token will then be listed under "Active Tokens".

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Finding Your Zendesk Support Domain

Zendesk creates a domain for your company when you create your account. CircleLoop uses this domain name to tell Zendesk which account it is connecting to.

The domain name takes the form of mycompany.zendesk.com. You can see it in the address bar of your web browser when you are using Zendesk. For instance, in the image below, the company name is "circleloophelp", and therefore the domain is "circleloophelp.zendesk.com".

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Zendesk Support Contacts in CircleLoop

CircleLoop helps you recognise which of your contacts were imported from Zendesk Support  by tagging them.

By viewing a contact's details, you can navigate directly to their information in Zendesk by clicking View on Zendesk Support.

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Customising or Updating Zendesk Support Integration

Once the integration is installed, you can choose which details you wish to log to your Zendesk contacts. To customise Zendesk integration navigate to the CircleLoop integrations menu by either:

Scroll to the Zendesk Support integration and click Configure.

You can choose whether or not to log information to your Zendesk Support customers about:

  • Call Recordings
  • SMS Messages
  • Call Activities

When you have made your changes, click Apply.

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